IT Service Management (ITSM) Software - Reviews

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Reviews (51-75 of 522)

Andrew Shannon profile photo
Score 10 out of 10
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Since Spiceworks is a free solution, it's hard not to recommend it to anyone. It's great for IT pros looking for inventory tracking and management, and also those looking for a help desk ticketing system, which is searchable and makes it easy to recall past tickets and their solutions and see the...

Andrew Murphy profile photo
Score 7 out of 10
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Spiceworks is suitable for small IT shops. It's a generic ticket system. You can create reports and add-ons. Larger shops should look at something bigger. Spiceworks is very simple. However Spiceworks.com is a great site that can add to any tech's toolbox. There is a large community that helps an...

David Crawford profile photo
Score 4 out of 10
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Cherwell is well suited if you have people dedicated to developing the views and back-end C# client, and if you work in a more silo type environment.

Eric Krueger profile photo
Score 10 out of 10
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We have been using SolarWinds Web Help Desk across our whole organization to better support our core end-user base. By implementing this product we have created a more efficient ticketing system to meet current SLAs for our company. Since its implementation, our goals have been met more often and...

Michael Timms profile photo
Score 10 out of 10
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Spiceworks is just a suited well to the startup that has a very small budget to the Information Technology Juggernaut that has a multi-billion dollar budget. It is not suited for an IT department that is not used to doing some troubleshooting on enterprise level software. Spiceworks can probably ...

Robbie Speers profile photo
Score 9 out of 10
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Cherwell is good at tracking tickets put in by customers for short and longterm use. It is easy to close a ticket quickly when you are finished, but some tickets will take longer and that's what the pending status is for. … Cherwell may not be suited for longterm projects, ones that take m...

Christopher Fritz profile photo
Score 8 out of 10
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We use it as an IT Ticket system across all departments, where the IT department is the administrator and facilitator. We have managed to get an overview of IT Issues with more, as we also have integrated the self-service system very well and actively will be working on our knowledge database. It...

Steven Norris profile photo
Score 9 out of 10
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We use Autotask across the whole organization. It is our main system that ties everything together. CRM, accounting, time tracking, ticketing, and procurement; it helps us stay on track with all areas of the business.

Adam Sylvester profile photo
March 11, 2019

ServiceNow

Score 9 out of 10
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ServiceNow is being used across the whole organisation. The infrastructure management [team] runs the full CMDB service hierarchy on ServiceNow and it is used to support the full ITIL environment in terms of change, incidents, requests, knowledge and asset management. End users make use of featur...

Brent Gostkowski profile photo
November 12, 2018

JIRA - the game changer!

Score 8 out of 10
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Jira is a great tool for organizations who already have a well-defined process for tickets/projects. If your organization does not have multiple stakeholders who take part in tickets/projects this tool may not be the best fit. It makes QA much easier since all communication between QA team and de...

Kris Lambert profile photo
Score 7 out of 10
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Autotask is well suited for IT service industries who bill by the department, issue type, time on the ticket, and more. Severity levels and subcategories provide granular options not found in simple ticketing systems. This works well with an existing client, but adding new leads or companies can ...

Jonathan Ayers profile photo
February 15, 2019

ServiceNow is THE BEST!!

Score 9 out of 10
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ServiceNow is really suited anywhere. Since it is so customizable, you can make it fit any situation or organization. I like to think of it as a "Swiss Army Knife". The software management piece is really useful, it allows you to manage software deployment and serial number management. It also ha...

Peter Scantland profile photo
Score 8 out of 10
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Well suited for IT tickets and IT operations. Not well suited to manage all of the business work done. How to manage people, vs tickets, task management, project overview details, costing, budget.

Matthew Smith profile photo
Score 7 out of 10
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If you're building and deploying packages and would like to have a central "place," this is the software for you. It should probably be used for a larger enterprise environment as it requires a dedicated team or person to administer it and keep it running on all cylinders -- especially if you wan...

Jay Hamel profile photo
Score 10 out of 10
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TOPdesk is well suited to managing internal and external incidents and changes. We have not run into a customer type who would not benefit from the functionality. The only potential issue would be cost. Perhaps the price is out of reach for smaller groups. The customization really goes a long way.

Jonathan Norwood profile photo
February 06, 2019

Service Now is Amazing!

Score 10 out of 10
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We use it for our service desk and the entire IT department, as well as our medical enrollment department, and we are adding groups monthly so that we are all on the same system. We are better able to communicate this way. It has helped to be on the same page as well and be better organized.

Daniel Cogny profile photo
Score 9 out of 10
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Ivanti Service Manager was brought in to my organization as an IT Service Management tool, to better support the HelpDesk clients (the rest of the organization). But, once established in IT, other departments that offer internal services showed interest in maintaining a catalogue and being able t...

Jason Koslowski profile photo
Score 7 out of 10
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We use Service Desk across multiple departments and our entire organization relies on this product. It assists with communication, support and tracking. End users can create tickets, check on updates and get automated communications from technicians. It allows managers to get a quick snapshot of ...

Matt Karcher profile photo
Score 8 out of 10
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I currently use DeskRoll Remote Desktop for accessing different types of personal computers at different organizations with my clients, to troubleshoot hardware and software issues remotely. It really saves time and resources because of the ability to remote in at any computer. Clients like it be...

Les Klassen Hamm profile photo
Score 7 out of 10
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If you are just looking for a ticketing and helpdesk system, I'd suggest looking elsewhere, as SolarWinds MSP is somewhat cumbersome and slow. … If you are looking to build managed services and a subscriber base, the tie in with their RMM product and the great integration with Quickbooks i...